Impact of Digital HRM on Patient Satisfaction: The Mediating Roles of Employee Engagement and Service Quality

Abstract

Purpose: This study examines the impact of Digital Human Resource Management (DHRM) on patient satisfaction in healthcare institutions. It specifically investigates the mediating roles of service quality and employee engagement in explaining how digital HRM practices improve patient-centered outcomes.

Design/methodology/approach: A quantitative research design based on positivist philosophy and a deductive approach was used. Data were collected from healthcare employees (doctors, nurses, paramedical and administrative staff) and patients discharged from public hospitals in Punjab, Pakistan. A total of 347 responses were analyzed using regression and mediation analysis through Hayes PROCESS Macro (Model 4).

Findings: The results reveal that DHRM has a significant positive effect on patient satisfaction. Service quality and employee engagement both significantly mediate this relationship, indicating that digital HRM improves patient satisfaction through enhanced service delivery and increased employee involvement.

Practical implications: The findings suggest that healthcare organizations should focus not only on adopting digital HR systems but also on leveraging these systems to improve service quality and employee engagement to enhance patient outcomes.

Originality/value: This study contributes to the literature by explaining the underlying mechanisms through which digital HRM influences patient satisfaction, particularly in the context of public healthcare institutions in developing countries.